Rosielle Dy Busante
Muntinlupa City
Summary
Experienced Customer Service is providing and delivering professional, helpful, high quality service and assistance to ensure customer satisfaction. Not limited to the scope but instead do extra miles.
Overview
22
22
years of professional experience
Work History
Service Leader for Central Reservation
HOSPITALITY ENTERPRISE RESOURCES CORPORATION
06.2023 - 11.2023
- Responsible for supervising agents in their everyday task
- Responsible for checking urgent concerns both email and from sales team
- Responsible in updating record of the agents like time keeping and attendance and provide monthly report to HR and finance for payroll purposes
- Responsible in providing evaluation per agent for regularization
- Responsible in making end of the day report for all properties handled by central reservation.
Customer Service Representative
ROYAL CARIBBEAN CRUISE INTERNATIONAL
07.2021 - 05.2023
- Responsible for doing the booking for Cruise Guest
- Responsible in informing the guest which includes: Healthy return to sailing, check in time, documents needed on board
- Responsible in redeeming casino complementary offers
- Responsible in answering all guest query
- Responsible in collecting payments via credit card
- Responsible in sending itinerary and invoices to guest thru email.
Customer Service Consultant
Lufthansa Services Philippines, Inc
11.2016 - 07.2021
- Responsible for creating new booking (LH/LX/OS)
- Responsible for issuing tickets for new sale and rebooking (LH/LX/OS)
- Issuing miscellaneous documents for special service request(LH/LX/OS)
- Responsible to provide correct amount information on recalculating manual tickets (LH/LX/OS)
- Assisting airport colleagues for any irregularity and urgent matters (LH/LX/OS).
Senior Lead Ticket Agent
Marian Air Ticketing Services
03.2002 - 01.2016
- Responsible for the issuance of domestic and international tickets
- Serves as the representative on trainings and seminars
- Such as Ticketing Training, Customer Service and Refresher Course
- Collecting ticket payment in cash, checks, coupons, and travel vouchers
- Provide daily sales report for all transaction gathered each day for accounting purposes
- Check email daily to be updated from head office and other outstation and disseminate to co employees
- Handle general administrative duties such as filing, faxing and copying.
- Documentation process like filing for visa form
- Passionate about learning and committed to continual improvement.
Sales Executive
Shaman Air Inc
06.2001 - 02.2002
- Responsible for the issuance of domestic airlines manual tickets for walk-in passengers
- Serve as the representative on training and seminar
- Such as Ticketing training Customer Services
- Responsible for receiving cash payment from passenger
- Responsible for releasing cash for refundable ticket
- Provide daily sales report for all transaction gathered each day for accounting purposes
- Answering telephone calls and emails for ticket fare, reservations, arrival and departure, and general inquiries.
Education
Bachelor of Science in Commerce - Major in Computer Information System in Business
Father Saturnino Urios University (Urios College)
Butuan City, Philippines03.2001
Skills
- Excellent communication
- Computer skills ( MS Word, MS Excel, Powerpoint)
- Extensive working knowledge of airline industry ( SITA , Navitaire Sabre, Oneres, Guideres, Amadeus and Altea)
- Skilled in handling and maintaining customer information
- Ability to process customer tickets, check flight availability and advised flight information
Training
- Remote Business Centre Training, 04/03/18, 04/06/18
- LX Training, 12/11/17, 12/13/17
- Lufthansa Crisis Management, 07/14/17, 07/14/17
- Lufthansa Global Baggage Training, 06/20/17, 06/21/17
- Lufthansa Internet Service Center Training Course, 03/13/17, 03/15/17
- Lufthansa Global Introductory Training, 11/14/17, 12/14/17
- Sita Reservation Refresher Course, 07/14/03, 07/14/03
- Basic Electronic Ticketing Training, 06/08/04, 06/10/04
- Service Quality Workshop and Image Enhancement Program, 10/10/01, 10/13/01
Timeline
Service Leader for Central Reservation
HOSPITALITY ENTERPRISE RESOURCES CORPORATION
06.2023 - 11.2023
Customer Service Representative
ROYAL CARIBBEAN CRUISE INTERNATIONAL
07.2021 - 05.2023
Customer Service Consultant
Lufthansa Services Philippines, Inc
11.2016 - 07.2021
Senior Lead Ticket Agent
Marian Air Ticketing Services
03.2002 - 01.2016
Sales Executive
Shaman Air Inc
06.2001 - 02.2002
Bachelor of Science in Commerce - Major in Computer Information System in Business
Father Saturnino Urios University (Urios College)
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